Shipping policy

Dispatch

Orders confirmed before 14:00 on a UK working day are dispatched the same day. Orders confirmed after the cut-off, at a weekend, or on a public holiday go out on the next working day. Dispatch follows payment clearing, or order confirmation where you hold purchase-order terms.

Carriers and tracking

All consignments travel on a tracked service. A tracking reference is emailed at dispatch. We use established commercial carriers and do not use untracked postal services for any order.

Packaging

Vials are sealed with an inert headspace and packed in rigid protective packaging together with the batch documentation. Outer packaging is plain and carries no description of the contents beyond what the carrier and customs require. Lyophilised material is shipped at ambient temperature and is stable for the duration of transit; it should be moved to −20 °C on arrival.

Delivery times

European transit excludes time held at customs, which is outside our control.

Customs, duty and import VAT

Consignments leaving the UK carry a commercial invoice describing the material accurately as research chemicals for laboratory use, with the correct commodity code and declared value. We do not under-declare or mis-describe goods. Shipments are sent delivered-at-place: import duty and local VAT are the importer's responsibility and are collected by the carrier before delivery.

Establishing what may lawfully be imported into your territory is your responsibility. Where we know a compound is restricted for your destination we will say so before accepting an order.

Non-delivery and delay

If a consignment has not arrived within five working days of the expected transit window, tell us and we will open an investigation with the carrier. Where a consignment is confirmed lost we replace it or refund in full. Where a consignment is refused entry for a reason attributable to our documentation, we refund it.

Incorrect addresses

We ship to the address supplied at checkout. Where an incorrect address causes a failed delivery or return to sender, re-shipping is chargeable at the original rate.